Real Time Analyst | VIC - Melbourne

Job reference number: ALL/1337735E

When you work at Allianz, you’re part of a strong global insurer, helping to protect over 3 million Australians. You’ll have opportunities to grow and drive your career your way, work with people from all different backgrounds, and feel free to bring fresh thinking. And you’ll get the support you need to have an enriching career and enjoy what really matters to you.

 We are currently recruiting for an enthusiastic Real Time Analyst to join our Claims Operations Workforce Planning Team.  

Our Contact Centre operates across 5 sites with over 400FTE; predominantly inbound, with outbound, email and portfolio management.  This role is responsible for the successful real time and intraday management of resources of those centres.

 We seek a candidate experienced in analysing data to make proactive decisions and provide recommendations to help us achieve our targets. The successful candidate needs to enjoy working in a team and with stakeholders to deliver targeted service level outcomes.

The role also involves supporting the management team in refining processes and procedures in the pursuit of driving efficiencies and enhancing customer service

About the Role:

  • Monitor Grade of Service (70/30) and abandonment rates, Adherence to Schedule, talk time, and ACW to ensure necessary steps are taken to achieve KPI's
  • Reforecasting and updating stakeholders h
  • Planning and Scheduling of training, file handling, leave and other activities to ensure target staffing meet required
  • On the day management of staffing including requests for overtime, leave, off phone activities to ensure optimal performance to forecast
  • Break and file handling optimisation
  • Telephony skill and work type changes to ensure targets are achieved
  • Produce and analyse Intra-day and phone service reporting on call /work state delivery for distribution to stakeholders

 You will possess:

  • Skills in Aspect WFM and Avaya CMS is desirable
  • Pro-activeness - are you able to make decisions and take action to achieve the desired results
  • Strong analytical and problem solving skills - can you think outside the square?
  • Excellent time management skills, with the ability to manage both short and long-term tasks simultaneously
  • Demonstrated resilience, complex problem solving and organisational skills
  • Thrives in environments of change
  • Understanding of best practise workforce management concepts
  • Ability to convey confidence and clarity in your communications - in both verbal and written forms
  • Exceptional proficiency in Microsoft office applications (particularly Excel).

This role could be located in Adelaide or Melbourne, and is a fantastic opportunity to build on your career within an organisation going through exciting growth and transformation.     If you are a professional looking for a chance to broaden your experience and effect positive change on a far-reaching scale - This is the opportunity for you and an exciting time to make your mark at Allianz.

Come and work at a place where you matter.
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